Account Restricted for “Terrorism and Violent Activity” Without Explanation (Error 5613) – Need Clarification

hi ​@Golam Morshed ,

I’ll pass this on for you. From what I understand, the payment gateway provider applies a range of fraud-prevention checks, and I have personally seen similar issues come up when making payments myself.

A common cause is the use of VPNs. In larger organisations, or when working from less secure environments, people often connect through company VPNs, third-party VPN services, or proxy networks. While that is a very good thing from a security point of view, it can also make it appear that the payment attempt is coming from a different location than where the user is actually based.

Unfortunately, that is also something fraudsters often do, so payment providers can treat traffic coming through public or shared VPN services as higher risk.

Because of that, many payment systems now prefer, or even require, that you complete the transaction while connected without a VPN. That allows them to see your normal network location more clearly and carry out their security checks with greater confidence.

I cannot explain the next level of their decision-making, as providers quite understandably keep those details private. What I do know is that they assign a level of risk to transactions, and that risk can increase when the connection appears to be coming from an unexpected location because of a VPN.

As this sits within the payment process itself, Zoom would not be able to see those underlying fraud or risk signals. For security reasons, they would only see the payment failure or error response.

So, in summary, this is not a reflection on you or your company. It is much more likely to be related to how the payment provider is interpreting the IP address and network location it sees at the time of payment.

I really hope that helps, because I agree, it is quite a worrying message for anyone to receive.

Here is the standard Zoom Billing information for you too.

We know unexpected charges or auto-renewals can be frustrating.

For security and privacy reasons, refunds, cancellations, and billing changes can’t be handled in the Community.

For account-specific help, please start with the Zoom Virtual Agent, 

https://support.zoom.com/hc/en/contact?id=contact_us&zva=open

which can connect you to Billing Support if needed. Charges are generally non-refundable once processed, per Zoom’s Terms of Service.

https://www.zoom.com/en/trust/terms/

For additional context, I suggest you look at the  article on canceling subscriptions and unexpected charges.

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0083524

Please like and mark as the solution if this helps

All the best

John Drinkwater

Zoom Community Super Champion.

Zoom Developer Champion

Community Champions are not paid to provide this support and have no access to customer settings or data. I am not personally an employee of Zoom